No Real Help

I don't mind assisting people. I really don't. If you need help, I will aid you if I can. But holding your hand is a whole 'nuther story.

Awhile back, a customer called for advice. That's cool; perfectly fine. Indeed it's part of the job, and I readily accept it on that level. Shoot. Tell me how I can help.

He described the problem exactly; indeed his diagnosis was spot on. I told him what he needed and that I could sent it right out. He offered thanks, but explained that he had the part I described, knew its application and that it could be used to solve the issue he had (which, I remind you, he understood thoroughly). He simply wanted to make sure how to employ the tool before he tried it.

Oh-kay. You understood the issue. You had the part which you knew would address it, and fully comprehended how to employ it. But you called me to be even more certain. 

Why not? I have nothing else to do. Take five minutes of my time. Ask my advice when you are already 100% sure of the answer. Don't think twice about it.

Of course I did not express such sentiments to the man. That doesn't mean I can't think them.

Love Hate Relationship

I love, and by that I mean I hate, when customers try to assure me that a repair they want done will be easy. I'm sure I've been crabby about that before, among other things. In fact, I'm rather crabby now.

I'll say it again, I'll shout it from the rooftops, I will put it in as plain a language as I can: until I know exactly what is causing the trouble, and until I determine how to fix the problem, and until the necessary repair is complete and a unit is operating properly, no job is easy. It's easy when it's done, in which case rightly speaking it was easy. Easy only applies in the past tense. Easy never applies to the future tense, nor will it fit in the present tense. End. Of. Report.

The next time a caller assures me that his job will be easy, I'm just going to give him the parts and say, have at it. I might even shove them into his ears through the phone.